Initial Triage Officer

4 weeks ago


Lewes, East Sussex, United Kingdom Sussex Police Full time
Job Summary

We are seeking a skilled and professional Contact Centre Advisor to join our team at Sussex Police. As a key member of our switchboard team, you will be responsible for answering telephone calls to Sussex Police Switchboard promptly, in a helpful and courteous manner, and in accordance with public service targets.

Main Responsibilities

• Answer telephone calls to Sussex Police Switchboard and provide excellent customer service to the public.
• Use brief questioning to identify the purpose and nature of each contact and elicit relevant and sufficient information to enable an accurate and timely assessment of appropriate means of resolution.
• Utilize the Engagement & Resolution flow chart to identify the appropriate action to resolve or determine the appropriate agency, or to determine whether the call is emergency/non-emergency related and to extend the call to the appropriate Contact Officer.
• When receiving communications which are not emergencies and do not require police involvement, endeavour to resolve the enquiry or issue, without extending the call through to a Contact Officer.
• This could include using the Call Resolution Guide to signpost to an appropriate agency or by recording updates on police systems to notify the staff member/officer.
• When receiving communications that appear not to be a police matter, but are not listed within the Call Resolution Guide, have the confidence to use own initiative, applying professional judgement in signposting the caller to another agency/advising that it is not a police matter.
• Assist in maintaining accurate switchboard database records by making enquiries and collating information.

Requirements

• Excellent verbal and written communication skills with the confidence to make decisions and deliver difficult messages.
• Able to communicate difficult messages to the public effectively and sensitively. Able to use own initiative, using own professional judgement to give the right advice.
• Good interpersonal skills to be able to influence and negotiate with both internal and external persons and deal courteously with enquiries.
• The ability to work effectively as a member of a team.
• The ability to implement a policing framework to make decisions with the ability to think laterally and be able to creatively resolve incidents.
• Effective time management and prioritisation skills in order to ensure that their workload is managed to meet timescales.
• Professional at all times and adhere to the Code of Ethics Demonstrate Personal Responsibility and the ability to work with minimal supervision.
• Understanding of confidentiality and Data Protection/Freedom of Information issues.

Why Work With Us?

Policing is an exciting 24/7 business and we take pride in looking after our people and offer a variety of benefits;
• career progression
• contributory pension scheme (LGPS)
• generous annual leave allowance
• discounts for everyday spend
• on-site gyms and a range of sports clubs
• financial and mental wellbeing guidance and support

Please use the following links for more information on the benefits of working with Surrey Police or Sussex Police

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